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CRM IMPLEMENTATION
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10 Steps to aSuccessful CRM
Implementation 1. Calculate the value.
2. Work closely with key departments.
3. Budget realistically.
4. Organize customer data. 5. Lead the project from the top down.
6. Find a reliable vendor and select functionalityconservatively
7. Implement gradually.
8. Market CRM to employees and deliver ongoingtraining.
9. Actively manage the implementation.
10. Develop a culture of continuous improvement.
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IMPLEMENTATION
CHECKLIST 1.Create a diverse team:
Committed to make the vision a reality Understand the business issues
Understands the human issues
Understands the technical & field sales issues
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2. Mission Paper
Business case
Clear& concise vision How & when(Pilot, Training etc.)
Ownership of project, data & system.
Stated business case with ROI
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3.Team Sponsors
Sales Management
Marketing management
Senior Management
IT End users
Outside Consultants
Customers
Others(Admin., Customer service, Tech support)
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4. Sell it to the users
Send out productivity survey(is project
helping, is it improving performance)
Calculate results
Present results to users
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5.Create the vision
Paint a picture for them
Define how it will be measured(metrics)
Company wide, end users, management,
administrator
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6.Select Software
Develop RFI(Request for information) Have companies present solutions
Pick 3 finalist
Ensure IT perform technical evaluation Make final selection on present & future
needs
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7. Determine core competencies
to roll out
Start small then grow Prioritize requirements
Work in phases(1,2,etc.)
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8. Create implementation plan
Discovery stage(how, what, whom, etc.)-requirements youve identified in your planning process.
Configuration-database structure is tailored to yourneeds(form designing, report customization, etc.)
Installation-you prepare your network for the newsystem I.e. install & configure the CRM software on your
server (security, connectivity , hardware etc.)
User Administration-mainly security etc. Training
Benchmarking-how are we doing?
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9. Communicate & celebrate
victories
Identify benefits achieved
How it affected the co.
Graphic visualization of solutions
Present to management & other users
Celebrate success with lunch
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Challenges in Implementing CRM Lack of cross functional integration
Traditional organization structure
Lack of local solutions
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Options for Implementing
CRM
In-house development
Buy licensed CRM software
Outsource a managed service
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In-house
Development
Advantages: Can have a tailor-made solution adapted to
companys needs and structure
Develop internal resources and skills
that permit development of the system each time change is required
Avoid dependence on CRM vendors or new software developments
Disadvantages:
Most expensive option-company has to maintain, operate and improve the
system on its own
Difficult to attract and retain skills to solve and develop data warehousing
challenges
Longer time commitment(1-2 years) comparatively
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Buy Licensed CRM Software Advantages:
Usually have proven record of success
IT concept and developments implemented with help of CRM vendor, company only needs to
adapt its IT structure to integrate the new solution
Disadvantages:
Expensive-initial fees and license costs, license renewal charges usually high, maintenance costs
over life of software, payments for newer versions
High consulting fees charged to customize solution to companys needs
Integration of new software with existing applications usually tough, expensive and time
consuming(1-3 years)
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Outsource A Managed Service Advantages:
Upfront costs lower- dont need to pay for software licenses
and hardware systems
Can adopt a pay-as-you-go approach, with visible results
Disadvantages: Needs to contact outsourcing company for every new requirement and pay for developments
Risk of losing CRM solution investments if the outsourcing company goes out of business
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Implementing CRM: The
Decision ProcessPurchase and install a
complete CRM solution
from a vendor
NO
YES
Entirely outsource the
CRM application
process
Implement an
enterprise-wide CRM
program
Stage-wise
implementation
Decision
To
Implement
CRM
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Stage-wise Implementation vs.
an Enterprise-wide CRM Solution Best-of-breed approach ( Stage-wise)
CRM software is offered in different, independent modules, adapted to
a specific departments needs
Company buys sales automation software and contact management
module from different providers
Enterprise wide CRM solution
Composed of different modules from the same provider
Implemented as a whole by connecting different modules and existing
databases
Individual modules usually customized according to company needs
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